Orange Dancer

I ordered a hair product online and in their terms and conditions it states that money will not be taking from account until order is processed,this was not true my account was charged the same day and further it states once the item is shipped, I would receive a tracking number to track delivery,upon going to the tracking site and entering the number, the site stated no tracking information available...I sent the company at least 10 emails concerning this, there policy also states that items would be delivered between 5 and at the most 20 day's and it has been 35 day's I haven't received the product and noone answers my emails although I requested a refund.